The Compelling Business Case for Cloud Communications: a detailed Assessment of the roi/tco benefits of Cloud ucc

Virtual Contact Center Long-Distance Costs

Cost ($/min) of Domestic (North America) Long-Distance Usage

$0.01

Cost ($/min) of International Long-Distance Usage

$0.15

Cost ($/min) of Inbound Toll-Free Usage

$0.02

Efficiency Benefits Parameters (All Employees)

Enterprise Variables

Average Annual Salary/Agent

$40,000

Efficiency (Increased Revenue Generation or Savings)

Average FCR Rate for Contact Centers

70.0%

% Improvement in FCR Rates

15.0%

Average Cost per Call Transfer

$5

% Staffing Efficiency/Improved Planning

10.0%

Total # IT Staff

5

% Reduction in Agent Training Time

25.0%

Average Agent Training Time/Year (in Hours)

40

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